Complaints

This profile includes complaints for New Image Window Tint LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  New Image Window Tint LLC

  1011 S Heatherwilde Blvd Ste 400 Pflugerville, TX 78660

• 

  New Image Window Tint LLC

  3810 Gattis School Rd Ste 112 Round Rock, TX 78664-8020

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a complaint regarding negligence and poor service during a tinting service performed by New Image Window Tint on my Tesla Model Y.This is not my first experience with New Image; my initial tint, done about five months ago, was poorly applied and developed bubbles, prompting me to return for reapplication. Before bringing my vehicle in this time, my windshield was in perfect condition, with no cracks or signs of damage.After the recent service, I discovered a crack in my windshield. The technician, *******, admitted he had seen the crack before starting the service but failed to inform me. This lack of disclosure is troubling, especially considering my windshield was undamaged prior to the appointment. Additionally, I noticed signage at the business promoting discounts for cash payments, Venmo, and Cash App, raising further questions about their transparency and business practices.Negligence and Consumer Protection Violations:Failure to Inform: The technicians acknowledgment of the crack without notifying me constitutes a serious breach of professional responsibility and raises concerns of gross ************* *********** Damage: Since there were no signs of damage before my appointment, the crack likely formed during the tinting process, indicating a lack of care.Unresponsive Management: Despite reaching out to the manager, *****, on 10/15/2024, I have received no follow-up or resolution, reflecting a disregard for customer concerns and indicating they may be willing to overlook their responsibilities.Desired Resolution: I am requesting compensation for the full replacement of the cracked windshield and re-tinting services once the replacement is ************* Steps:If New Image Window Tint does not address this promptly, I will pursue civil action in small claims court, file an insurance claim, and report this matter to the ****************************** for consumer protection violations.

• Initial Complaint

  Date:10/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an extremely disappointing experience with New Image Window Tint. Firstly, they took an absurdly long time, almost a year, to take my ***** ***** * in for a paint protection film (PPF) service, despite collecting payment in advance. The communication was terrible, especially with *******, who constantly postponed my appointment and kept me waiting without any valid reason. When the PPF was finally applied, it started peeling off at multiple locations shortly after. Despite informing ******* about this issue, I was given another appointment for a touch-up, which never happened because the entire front bumper PPF came off before the scheduled date. Upon showing them the damage, ******* blamed it on a power wash, which is a blatant lie to avoid taking responsibility. Instead of fixing the issue or providing a reasonable solution, they asked me to make another payment for the entire PPF installation again. I escalated the matter to *******, their supervisor, who also refused to acknowledge their fault and insisted that I pay again. It's absurd that the PPF came off within days of installation without any harsh treatment like car washing. The lack of accountability, poor service, and unwillingness to rectify their mistakes make me regret choosing New Image Window Tint. I would strongly advise against trusting them with any automotive services.

  Business Response

  Date: 11/21/2024

  Yes, we received it. The customer purchased PPF on his vehicle to protect the paint on the front end of the vehicle from rock chip, and road debris but unfortunately because he slipped up and said he washed his vehicle within 3 days the manufacturer warranty department will not warranty the job after they done there investigation.. please read the email I received from the warranty department when I tried to get the job warranty and the paper work he agreed to before we started on the job and he also tried to dispute the charges from his bank 

  Customer Answer

  Date: 11/22/2024

  Complaint: 22398299
  
  I am rejecting this response because:Hi

  
  

  I must clarify that New Image Window Tint is not being truthful about the situation. I did not wash my vehicle after the *** work was completed. This was the second time they did *** on my vehicle due to a previous accident, and I am fully aware of the procedure not to wash the car for a week post-installation. I followed this process and even mentioned it in my review on their website. 

  
  

  The *** work was poorly done and started peeling off the day I got the vehicle back. ******* falsely claimed that I washed the car, which I did not. Regarding the bank dispute, they charged my credit card twice for the same service. When I confronted them, they told me to contact my bank. Upon speaking with the bank, New Image Window Tint insisted the charges were valid. However, ******* later paid me in cash for the duplicate charge at the service center.

  
  

  When the *** started peeling off, I went back, and they demanded $1300 to fix their poor workmanship, which should have been their responsibility initially.

  
  

  Best regards 

  ****** *****

  Business Response

  Date: 11/25/2024

  Customer claim that we lied about him washing his car and thats not true the ****** warranty department done there investigation on this came state that what cause is PPF to rip and peel, we dont have a problem fixing it under warranty because ****** pays us for it so we dont have a reason to deny it, but unfortunately the ****** warranty departments denied the claim.. and far as the depute we did not double charge him for the job or gave him any money back in cash .. anything that I say on this message i attached proof .. customer also paid us $365 in cash for disputing the charges as agreed on work order form.

  Please look at attachment and you will see dispute won in my favor and you will see all transaction that he done with us and he was not double charge @ the price $1488.44

  
  

  Customer Answer

  Date: 11/25/2024

  Complaint: 22398299
  
  I am rejecting this response because:

  the charges New Image Window Tint are reflecting are incorrect. They charged me twice$1353.12 on January 16 and again on February 10, 2023. Attached is a snapshot of my *********** credit card statement for your reference.

  
  

  New Image Window Tint also claimed that ****** is not willing to cover the tint that came off my Tesla. However, this issue arises from their poor workmanship. The tint began peeling off as soon as I picked up the vehicle. When I informed them, they insisted that I need to pay more money for new tint and services to fix the problem they created. Furthermore, the second time they serviced my vehicle, they kept it for an entire month.

  
  

  Best regards,

  
  ****** *****

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car in early last week, 7/22, to get it tinted. They tinted all four windows and the back windshield as well. I was told to bring the vehicle in if the bubbling didn't go away after 5 days or so. After giving it time, the bubbles in the rear windshield did not go away, and I also noticed that there was a crease in the tint. In addition to this, the back quarter window was more bubbly than stuck on. So they removed the small one and replaced it. It looks fine. The back window, however, is not. When they pulled off the old tint to replace it, they pulled off the defroster. In addition to looking atrocious, I now no longer have a working defroster. I will need to have the entire rear windshield replaced. I was not offered any refund, or any help replacing the windshield. After leaving reviews online, someone (I'm assuming the owner) reached out to me asking if I gave his team permission to remove the tint to reapply. I told him yes. He basically blamed me for consenting to them attempting to remove the tint without damaging the defroster, which they were unable to do. He asked why I gave them permission. I told him that it was either that, or ride around with a bad tint job. He said that in the paperwork that I signed, it is stated that this was a possibility. That does not give him a free pass for incompetence and for damaging vehicles with no recompense.

  Business Response

  Date: 08/16/2024

  Hello,

  My name is ******* and im reaching out to you about customer complaint, customer was inform that if we remove the back window film it could possibly remove the defrost lines and he still have my team permission to do so even after read it in his paper work that he agreed too, we will not be refunding or paying for any damages because he agreed to still do the work 

  PLEASE READ #4 Under WORK AUTHORIZATION AND HIS SIGNATURE IS AT THE BOTTOM WITH A COPY OF HIS DRIVER LICENSE TO VERIFY IT WAS HIM 

  See Attached Document.

• Initial Complaint

  Date:05/24/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for tint windshield and two front doors windows, only the two front doors were done, windshield was told to come back another day which I did, then told to come back for second time another day, and third time told to come back again another day, all three times told they run out of film, lost three days waiting for the job done, second and third day waiting half day to be told the job was not going to be done even after previous talking and making appointment for the job.

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wasted hours dealing with this business.Stay clear, especially from the practices and lack of customer service that ******* displays. Owner also posted my personal information including phone number, address, drivers license number in my ******** review to threaten me to delete it which I had to do to protect my privacy.TLDR: Owner is a cheat. Tint application is the worst I have ever seen. Staff is new and inexperienced. Im lucky I got a refund but still am losing out on the damage they caused to my dash and glass, save yourself the headache and get a quality job elsewhere.First visit, 2 hour wait in the lobby while the tint got applied to the car and was asked to pay before I saw the vehicle. After seeing it, I found debris, dust, hair, etc stuck under the **** XR Prime Black ceramic tint. $325 for the worst tint job I have ever seen. They had already closed so I called the next day to come in again and get it looked at and re-done. This place is 45mins away, I went because I am willing to help a small business that had good product and prices, but I didnt know how bad the application would be.I came back again for the fourth time now to pick up the car, was told it would be ready in the morning, but it wasnt ready until the afternoon. I go there and find that there is no tint on the car. They kept my car for 2 days and decided to not apply new tint and instead gave me a refund. At this point I was actually relieved, because I wouldnt have to get another bad tint job and I got my money back. But I get home and see that they left glue on my dash, on parts of the windshield, and left the center console a mess of water stains. I also saw that they completely destroyed my rear defroster grid, the defroster no longer works because they didnt remove the tint in the rear carefully. My windshield registration sticker is gone, I now have to pay a fee and visit the tax office to get a new one. No reimbursement offered for the damage to my car done.

  Business Response

  Date: 08/11/2022

  Customer did not like the work that was completed window tint so we removed the window film and refunded his money back 

  customer contacted us stating that his defrost line is damaged during the removing process .. customer filled out work order form agreeing to terms before any work begin on his vehicle.. he was informed that we are not responsible for any damage while removing film from the back window